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Phone Triage justification

  • 1.  Phone Triage justification

    Posted 14 days ago
    ​​We are really in need of a phone triage nurse.  I am having trouble getting administration to understand the importance of this process.  Does anyone have any good documentation that would support this process? I have submitted some documentation but currently it isn't enough.  Any help would be great.  Thanks

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    Heather Downing BSN RN
    Clinical Nurse Manager
    Marion IN
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  • 2.  RE: Phone Triage justification

    Posted 14 days ago
    Hi. What if you took the approach of sharing examples or case studies of the triage process resulting in cost savings, better care, etc.? For example, http://www.jons-online.com/issues/2017/february-2017-vol-9-no-2/1588-patient-centered-medicine-the-community-oncology-medical-home-model -- includes excerpts like the following:

    "The triage pathways guide the triage nurses by providing better patient management, improving timeliness and coordination of care, ensuring safe and seamless care, and enhancing patient care experiences"

    "According to Gina Kuenstler, BSN, RN, OCN, Oncology Nurse Navigator and Navigation Program Manager at Austin Cancer Center, implementation of the program resulted in increased patient satisfaction, improved documentation, a streamlined phone triage, and better chemotherapy education."

    "Because of same-day visits and fewer ED and inpatient visits, estimated savings to Medicare over the 2-year grant period is $1.6 million per month, or approximately $175,000 per practice, per month. Of the 1223 same-day visits seen per month due to the model, 245 (20%) would have gone to the ED, and of those, 152 (62.3%) would have been admitted."

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    Mark Vrabel
    INFORMATION RESOURCES SUPERVISOR
    Oncology Nursing Society
    Pittsburgh PA
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  • 3.  RE: Phone Triage justification

    Posted 13 days ago
    Thanks Mark.  I have included most of that in the letter and articles that I sent.  ​

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    Heather Downing BSN RN
    Clinical Nurse Manager
    Marion IN
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  • 4.  RE: Phone Triage justification

    Posted 13 days ago
    Excellent, and good luck!

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    Mark Vrabel
    INFORMATION RESOURCES SUPERVISOR
    Oncology Nursing Society
    Pittsburgh PA
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  • 5.  RE: Phone Triage justification

    Posted 12 days ago
    One approach that has helped us is that our nursing time is now being accounted for. If you don't have a triage nurse, then someone is answering the phone and I assume that is you and your colleagues. Keep track of number of calls in a week and the duration of the calls. If you are supposed to be working with patients and you and your coworkers are spending hours a day in phone calls, answering triage phone calls on overtime after hours because you couldn't during the day, that is something that might resonate with management.

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    John Hillson RN
    Hillsborough NC
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  • 6.  RE: Phone Triage justification

    Posted 6 days ago
    Hello Heather,
    I am wondering if your facility would benefit from a patient satisfaction survey including a question re: access to a triage line?

    Hope that helps,

    Kel




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    KA
    HI
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  • 7.  RE: Phone Triage justification

    Posted 4 days ago
    For Kel's good suggestion of using a patient satisfaction survey, "Evaluating the Feasibility of a Nurse-Driven Telephone Triage Intervention for Patients With Cancer in the Ambulatory Setting" was published today at https://doi.org/10.1188/20.ONF.E44-E54 -- it includes excerpts like the following regarding the patient satisfaction survey that was used:

    "A subset of seven questions from the Press Ganey Outpatient Oncology survey was used with permission to measure patient satisfaction at the midpoint of the intervention and within one week postintervention."

    "According to the responses received on the Press Ganey survey, the majority of patients were satisfied with the care provided by the healthcare team during the intervention. Press Ganey summary statistics are presented in Table 4."

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    Mark Vrabel
    INFORMATION RESOURCES SUPERVISOR
    Oncology Nursing Society
    Pittsburgh PA
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